CX Files

Nadia Pace is a board advisor and executive mentor - she holds non-executive positions on several corporate boards. She is based in Malta. As a former CEO and with extensive CX experience, Nadia often advises on how to create success in the CX environment so Peter called to ask for her top advice. https://www.linkedin.com/in/nadia-pace-13513618/ https://nadia-pace.com/  

Steven Van Belleghem is an author and keynote speaker with a strong focus on CX. Based in Belgium, Steven has now written four books focused on CX and has spoken at around 1,000 events in over 40 countries. In this episode of CX Files, Steven talks to Mark Hillary about the ideas contained in his most recent book and how customer loyalty will evolve in future. https://www.linkedin.com/in/stevenvan...

Paul O'Hara is EVP of Business Development at Teleperformance EMEA. He is based in the Newcastle area of the UK. Paul is on a mission to demonstrate the true value of great CX partnerships. Good CX can create value AND revenue and should not be seen as a cost to a business - if you design CX effectively then it can not only lead to happy customers, it can create more profit! Paul talked to Mark Hi...

Wiktor Doktór is the founder and CEO of Pro Progressio, he is based in Warsaw, Poland. Pro Progressio supports the BPO and CX industry in Poland with research, advisory work, and events. Peter talked to Wiktor during a recent Pro Progressio event in Gdańsk about the CEE region and opportunities in Poland. https://www.linkedin.com/in/wiktordoktor/ https://klub.proprogressio.pl/pl

The Ryan Strategic Advisory Front Office BPO Omnibus Survey for 2022 is now published! In this edition of CX Files, Peter talks about the results - focusing on the top 5 countries globally - with a panel of leading global BPO and CX experts... the guests on this episode are: Peter Ryan https://www.linkedin.com/in/peter-ryan-montreal/ Sean Goforth https://www.linkedin.com/in/sean-goforth-9a4725b2/...

Jacqui Turner is the founder of Turner Corner Learning Solutions, based in the UK. She specialises in customer service and team leader coaching. Peter called Jacqui to explore the role of coaching and the evolving role of the agent inside customer service solutions. Jacqui started a regular LinkedIn post called the 'Customer Service Dancing Queen' where she dances to music and talks about customer...

Ivan Kotzev is a research analyst at NelsonHall - he is focused on CX transformation. In this episode, Ivan looks to the future. How is CX transforming in the post-pandemic environment and which technologies and innovations should you be watching out for? https://www.linkedin.com/in/ivankotzev/ https://research.nelson-hall.com/  

Mike Pipicello is the VP of Client Services for GlobalStep. He is based in Montreal, Quebec, Canada. GlobalStep is focused on gaming and digital services so in this edition we are focused on games and player experience - is this hi-tech sector ahead of other industries for CX design? https://www.linkedin.com/in/mikepipicello/ https://www.globalstep.com/

Robin Harrison is the  Group Chief Marketing Officer at Webhelp. He is based in the UK. Robin has some strong views on the post-pandemic return to normal. Both employees and customers have changed, so CX strategies also need to evolve. This is a view that CX Files endorses - as can be clearly heard in the introduction with Mark and Peter. Research undertaken by Webhelp with Frost & Sullivan has sh...

It's International Women's Day this week so Peter talked to two inspirational female CX leaders... and name-checked many others that we have also featured on the CX Files! Alexandra Fus, Operations Manager at Valoris in Bucharest, Romania and Kathia Yacaman, EVP at Grupo Karim's in Honduras talk about what has changed for women in CX - and what could still be improved!  https://www.linkedin.com/in...

Paula Kennedy Garcia is the global head of Trust & Safety and Content Moderation at Concentrix. Paula is based in Belfast. In this episode, Paula explains to Peter the importance of a T&S strategy and how it's essential to protect both customers and employees when managing content moderation. https://www.linkedin.com/in/paula-kennedy-garcia-1b90b81/ https://www.concentrix.com/

Stephen Loynd is a great friend of the CX Files. He is the founder and principal analyst at TrendzOwl, based in Virginia, US. Stephen joins the CX Files this time to explore the effect of the Great Resignation on jobs and careers in CX... will we see better careers, more flexibility, and the growth of GigCX?

Terry Rybolt is the Chief Revenue Officer of GigCX platform LiveXchange - he is based in Boston, MA.  Terry has just published a new book called "Don't Fear The Gig Worker: GigCX And The Employment Reboot" - written with Mark Hillary from this podcast. Peter Ryan talks to Terry about GigCX, the Great Resignation, and how work will look in the 2020s. https://www.linkedin.com/in/terry-rybolt-808361/...

Shira Dodi is the VP of Global Support at  Checkmarx in Israel. In this episode Shira talks about cybersecurity, data protection, and how CX companies can protect important customer data. https://checkmarx.com/ https://www.linkedin.com/in/shira-dodi-0a0819/

Episode 200 of CX Files and we are talking to the person who gave this show it's name, William Carson, Director of Market Engagement at Ascensos in London, UK. William talks about the post-covid Ascensos Local initiative and how to plan for the future of CX more generally. https://www.linkedin.com/in/william-carson-ascensos/ https://www.ascensos.com/  

Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. His company has been surveying American consumers on anger and rage for almost two decades. In this episode he talks about what causes customer rage and how to handle it - can it be avoided by better CX design? www.linkedin.com/in/scott-broetzmann-6015741 www.customercaremc.co...

Lisa Stoner is the global head of support operations at Uber, based in San Francisco, California. Lisa is also on the General Member Board of Transcom. In this episode Lisa explore some of the challenges of hyper-growth, multiple customer channels, and how to innovate without breaking your day-to-day service to the customer. https://www.linkedin.com/in/lisa-stoner-21529b6/ https://uber.com/ https:...

A look ahead at CX in 2022 with... Lian Rowlands, Director of partnerships at Conversations By Ami Royal Wootton Bassett, UK https://www.meetami.ai/ https://www.linkedin.com/in/lian-rowlands-a26119   Stephen Lloyd Founder and Principal analyst at TrendzOwl Virginia, USA https://www.linkedin.com/in/stephenloynd https://www.trendzowl.com/   Peter Ryan Principal, Ryan Strategic Advisory Montreal, Can...

Happy New Year! Peter Ryan, Principal, Ryan Strategic Advisory (Montreal, Canada) and Mark Hillary, CEO of Carnaby Content (São Paulo, Brazil) explore some of the big picture CX issues for 2022. https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal https://www.carnabysp.com/ https://www.linkedin.com/in/markhillary/

Review of 2021 and a look ahead to 2022 featuring: Alistair Niederer, EMEA Head of TTEC Paul O'Hara, SVP Business Development, Teleperformance EMEA Peter Ryan, Principal Analyst, Ryan Strategic Advisory https://ttec.com/emea/ https://teleperformance.com/ https://ryanadvisory.com/ https://www.linkedin.com/in/aniederer/ https://www.linkedin.com/in/paulohara https://www.linkedin.com/in/peter-ryan-mon...

Cognitive Copy and Ryan Strategic Advisory recently published the 2021 Offshore BPO Confidence Index. This research gauges BPO confidence in 12 global markets. The report authors Matt Kendall and Peter Ryan explain the key takeaways from the research in this episode. https://www.linkedin.com/in/mattjqkendall/ https://www.linkedin.com/in/peter-ryan-montreal/ https://ryanadvisory.com/2021-offshore-b...

Gill Marchbank is CEO and co-founder of ResQ, based in Hull, UK. ResQ is a customer service specialist that was recently named a 3-star company by the Best Companies organisation. This is an accreditation focused on employee feedback and 3-stars means world-class - the only BPO with this accreditation in the UK. In this episode Gill talks about building and maintaining a great employee culture and...

Steve Gush is the head of EXP+ solutions EMEA at Sitel. He is based in Edinburgh, Scotland. EXP+ is the digital solutions division of Sitel so in this episode Steve talks about how digital CX is changing customer interactions, agent support, and why we might all be interacting with brands using the metaverse in future! https://www.linkedin.com/in/steve-gush-92a5033/ https://www.sitel.com/

Ian Jackson is the  CEO at Enshored, based in Los Angeles, California. Enshored is focused on innovative startups - especially e-commerce - but in this episode he talks to Peter Ryan about startup e-commerce and what this can teach the retail and e-commerce giants. https://www.enshored.com/ https://www.linkedin.com/in/ianjackson2/

Hui Wu-Curtis is the COO at SupportU based in Phoenix, AZ. In this episode, she talks to Peter Ryan about CX impact sourcing and how it can be used domestically inside the US as well as internationally. https://www.linkedin.com/in/hui-wu-curtis-b730682/ https://supportu.solutions/